Senior Technical Support Engineer - Focused Services, Cortex XSIAM

Before you apply

Job source

Himalayas

Applying on

himalayas.app

Workplace

Fully remote

US state

Nationwide remote

Category

Administrative

Link last checked

Not checked yet

Posted

3 hours ago

Closes

11/17/2026

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About the role

Our Mission At Palo Alto Networks ®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place. Who We Are In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us! This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters. Job Summary Your CareerWe are looking for a highly motivated and customer-focused professional. As part of the global Cortex XSIAM support team, you will serve our customer base by providing technical support, by answering incoming support inquiries and managing escalations, phone calls, and emails in an effective, efficient, and friendly manner within defined service level agreements.Our methodology is first class support. We’ve been recognized for it as an industry leader and we’re dedicated to continuing this standard. In this role, you will work with our technical account managers to personalize our customer’s experience. You will learn your client’s business objectives in and out within their technical environment and focus on mitigating risks and resolving any technical issues in their networks. You’re close to the deployment of cybersecurity solutions – and we need you to recognize risks before they arise. You get a thrill from seeking out complex issues and finding their resolutions – and you don’t wait for those issues to escalate from our clients. Instead, you find them. You’ll be working hand in hand with our developers to reproduce the issues you find and develop permanent solutions to prevent them in the future. Your ImpactRespond to user-reported issues in adherence to established Service Level AgreementsTriage customer reported issues and respond to them via ticketing system, phone, or remote sessionsPerform advanced troubleshooting at the application level and OS level, using your knowledge and relevant expertise Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fixProvide timely feedback into the development process on customer-reported product problemsDocument actions to effectively communicate information internally and to customersFacilitate root cause investigations and manage the implementation of corrective and preventative measures Qualifications Your Experience Previous experience with Endpoint Security software is requiredSIEM experienceDeep understanding of how SIEMs worksExperience in creating custom collections and data parsingExperience in creating complex correlation rules, reports and dashboardExperience in integration and implementation of SIEMsExperience working with EDR toolsExperience with strong communication and customer service skillsRequired basic networking knowledge - Ability to independently debug broad, complex, and unique environments with mixed applications and protocols Experience with Windows OS, MacOS, and Linux based applications (Installation, troubleshooting, Debugging)4+ years of experience as a Support EngineerFundamental understanding of Kubernetes, GCP, and AWS for troubleshooting cloud age

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